Our Complaints Process

What to expect when you contact us

At Lowell, we want to give you the best possible service, but sometimes things can go wrong. If that happens, we want to know about it, put it right, and learn from it. If you make a complaint to us, we will deal with it fairly, sensitively, and positively. Below, we explain the Lowell complaints process including the steps we will take when handling your complaint and what to expect from us.

How to make a complaint

You can use our webform below, or call us on 0333 556 5552.  Alternatively, you can write to our Customer Relations Team at Lowell Financial Ltd, PO Box 13079, Harlow, CM20 7TE and we’ll look into it.

If your complaint is about a debt that you don’t believe is yours, please contact us on 0333 556 5552.

Use our complaints form

Next Steps

We'll record your complaint and do everything we can to resolve it quickly.

• If we resolve your complaint within 3 business days following the day we receive it, we'll send you confirmation of this
• If we can’t resolve your complaint within 3 days, we will write to you confirming we've received your complaint and set out the next steps
• We will then aim to send a final response within 4 weeks, but will send a further letter updating you if we are unable to do so
• If we cannot resolve your complaint within 8 weeks, we will write to you again with an update, and also how you can refer your complaint to the Financial Ombudsman Service or Dispute Resolution Ombudsman
• Our final response will outline the details of our investigation, how we reached our decision, and what the next steps are
• If you are not happy with the way we resolve your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service or Dispute Resolution Ombudsman (whichever is applicable) who will independently review your case for free. You have to do this within 6 months of the date of your final response with the Financial Ombudsman. You have to do this within 12 months of the date of your final response with the Dispute Resolution Ombudsman
• You can also track the progress of your complaint on our digital portal

Help us to help you 

To help us deal with your complaint as quickly as possible, when you contact us we will ask you for the account details, what you're not happy about, what you want us to look into, what you want us to do to fix things, and how you want us to contact you.

If you want us to speak to someone else on your behalf regarding your complaint, we need you to give us a clear instruction to do this – like a letter telling us their details and that you agree that we can speak to them about your account.

If there is anything else you need us to do so you can use our complaints service, please let us know and we will do our best to help.

Additional information

Complaints data

If you’d like to know more about the complaints we receive, you can find out more by visiting our complaints data page.

Ombudsman support - Who is FOS?

The Financial Ombudsman Service (FOS) is a free, independent and impartial body that investigates complaints between individual customers and financial service companies when they’re not able to resolve the complaint between them.

• Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Phone: 0800 0 234 567 or 0300 123 9 123
• Email: complaint.info@financial-ombudsman.org.uk

Ombudsman support - Who is DRO?

The Dispute Resolution Ombudsman (DRO) is a free independent, organisation that is set up to help resolve complaints relating to non-financial service products and services (such as Electric, Gas, Landline, Mobile Phone etc) between individual customers and companies when they’re not able to resolve the complaint between them.

• Post: Premier House, First Floor, 1-5 Argyle Way, Stevenage, Hertfordshire, SG1 2AD
• Phone: 0333 241 3209
• Email: info@disputeresolutionombudsman.org

Lowell Portfolio I Ltd and Lowell Financial Ltd are authorised and regulated by the Financial Conduct Authority and adhere to the Credit Services Association’s (CSA) Code of Practice.